Role:Customer Support Engineer - WAMS Key Skills:WAMS, Power Systems, EMS, DMS, SCADA, eterra Details: Bachelor’s degree in Electrical Engineering, Computer Science, or related field.
Strong knowledge of Power Systems, SCADA/EMS/DMS, and Synchrophasor/PMU technology.
Hands-on experience with WAMS software platforms (GE, Siemens, ABB, or similar).
Experience in Linux/Windows server environments, networking, and databases (Oracle/SQL).
Familiarity with real-time protocols (IEEE C37.118, ICCP/TASE.2, DNP3, IEC 61850).
Strong problem-solving, analytical, and debugging skills.
Excellent communication skills to interact with global customers and collaborate with cross-functional teams
Provide L2/L3 customer support for WAMS applications, servers, and associated infrastructure.
Diagnose, troubleshoot, and resolve incidents related to WAMS performance, connectivity, and data quality.
Monitor real-time data flows and ensure integrity of phasor measurement unit (PMU) data across the grid.
Support incident, problem, and change management processes in line with SLAs.
Conduct root cause analysis (RCA) for critical issues and implement corrective actions.
Assist customers with system upgrades, patches, and hotfixes deployment.
Document technical solutions, prepare knowledge articles, and share best practices.
Collaborate with product engineering and R&D teams for complex escalations.
Provide customer training, workshops, and technical guidance to improve user adoption.
Drive continuous service improvements to enhance reliability and reduce recurring incidents
Ensure adherence to ITIL processes for incident, problem, and change management